@agenticmail/core 0.9.31 → 0.9.33

package/dist/skills/built-in/confirm-next-step-ownership.json

@@ -0,0 +1,113 @@
+{
+  "id": "confirm-next-step-ownership",
+  "name": "Confirm Next-Step Ownership: Who Does What By When",
+  "version": "1.0.0",
+  "category": "other",
+  "tags": [
+    "closing",
+    "ownership",
+    "raci",
+    "next-steps",
+    "phone-call",
+    "closing-commitment"
+  ],
+  "description": "Before ending any call, enumerate every remaining action and assign each to a specific party — rep / user / a third party — with a specific deadline and a verification method. Most call failures aren't disagreements about what was promised; they're ambiguity about who was supposed to do what next.",
+  "disclaimer": null,
+  "context": {
+    "when_to_use": "Any call that ends with one or more remaining actions (the vast majority do — even 'all set' usually has at least an 'updates reflect in the next billing cycle' on the company's side). Use as part of the closing sequence, after readback and verbal lock-in.",
+    "preconditions": [
+      "The substantive negotiation / discussion is concluded.",
+      "You have a list (mental or written) of what needs to happen between now and 'fully resolved'.",
+      "You can spend 2-4 minutes on a structured ownership pass."
+    ],
+    "estimated_call_duration_minutes": 4
+  },
+  "principles": [
+    "Every action has exactly ONE owner. Two owners = no owner. If the company and the user both 'need to confirm', specify who confirms FIRST.",
+    "Every action has a deadline. 'When it's processed' is not a deadline — 'by end of business Friday' is.",
+    "Every action has a verification method. How will the user KNOW it happened? Email? Bill change? Portal update?",
+    "Sequence matters. List actions in order — A must happen before B. Out-of-order actions cause silent failures.",
+    "Reciprocal asks belong here too. If the user needs to enable autopay or upload a document, that's a user-owned action with a deadline."
+  ],
+  "phrases": {
+    "opener": "Before we hang up, can we walk through what happens next — step by step — and who's doing what? I want to make sure neither of us drops something.",
+    "action_template": "Action [N]: [description]. Owner: [you / me / a third party]. Deadline: [date / event]. I'll know it's done because [verification method]. Sound right?",
+    "two_owner_resolution": "You mentioned both your team and I would need to do something here — what's the order? Does [user action] need to happen first, or [rep action]?",
+    "vague_deadline_probe": "When you say 'when the system updates' — is that hours, days, the next billing cycle? I'd like to set a check-in around that.",
+    "verification_pin": "How will I know that step is complete? Will I see something on my bill, get an email, see a portal change?",
+    "user_action_confirm": "On my side, you need me to [user action] by [deadline]. If I don't do that, what happens — does the whole agreement reverse, or just that piece?",
+    "graceful_close_success": "Okay, so the punch list is: [1, 2, 3, ...]. We're aligned on who owns each and when. Thank you.",
+    "graceful_close_failure": "I'm hearing too much 'we'll see' on the next steps — could we get a supervisor to help structure this before I close out?"
+  },
+  "tactics": [
+    {
+      "name": "Enumerate every action out loud",
+      "when": "Start of the next-steps pass.",
+      "script": "Use the `opener` phrase, then walk through actions one by one using `action_template`. Force every action into the structured format. Actions the rep mumbles past are exactly the ones that get dropped.",
+      "priority": 1
+    },
+    {
+      "name": "Resolve dual-ownership immediately",
+      "when": "An action could be owned by either party.",
+      "script": "Use the `two_owner_resolution` phrase. Force the rep to either take ownership or hand it cleanly to the user — never split.",
+      "priority": 2
+    },
+    {
+      "name": "Convert vague deadlines into checkable ones",
+      "when": "Rep gives an event-based deadline ('when it processes', 'after the cycle closes').",
+      "script": "Use the `vague_deadline_probe` phrase. Translate every deadline into a calendar date or a date-range with an upper bound.",
+      "priority": 3
+    },
+    {
+      "name": "Pin the verification method",
+      "when": "Every action.",
+      "script": "Use the `verification_pin` phrase. Without verification, 'done' is unverifiable — and 'unverifiable' is functionally identical to 'didn't happen' six weeks later.",
+      "priority": 4
+    },
+    {
+      "name": "Confirm user-side actions with explicit consequences",
+      "when": "Rep states an action the user has to take.",
+      "script": "Use the `user_action_confirm` phrase. Knowing the consequence-of-default lets the user prioritise correctly. Often the rep reveals that the user's action isn't actually critical — useful information.",
+      "priority": 5
+    },
+    {
+      "name": "Recap the punch list at the end",
+      "when": "All actions enumerated.",
+      "script": "Use the `graceful_close_success` phrase. The recap creates a final recorded artifact: the full action plan in one block, easy to retrieve from the call audio.",
+      "priority": 6
+    }
+  ],
+  "boundaries": [
+    "Do NOT accept 'we'll take care of everything on our end' as a substitute for enumerated actions. Get the list.",
+    "Do NOT let actions be assigned to 'the system' or 'our back office' without a named human or team — abstractions don't pick up phones.",
+    "Do NOT close on more than one ambiguous next step. One you can live with; two means the agreement is structurally unstable.",
+    "Do NOT commit the user to actions the user hasn't authorised (e.g. enabling autopay, uploading sensitive documents). Hold via operator escalation instead."
+  ],
+  "success_signals": [
+    "Rep volunteers actions you hadn't asked about.",
+    "Rep can name the team or system that handles each step.",
+    "Rep gives consequences-of-default cleanly when asked.",
+    "Punch list at the end has every action mapped to one owner, one deadline, one verification method."
+  ],
+  "failure_signals": [
+    "Rep keeps using passive voice ('will be processed', 'will be reflected').",
+    "Rep can't or won't name owners.",
+    "Deadlines are exclusively relative ('a few days', 'next cycle') with no calendar anchor.",
+    "Verification methods are all 'check your bill' — single point of failure if the bill doesn't reflect it."
+  ],
+  "exit_strategy": {
+    "on_success": "Save the punch list in a structured format (owner / action / deadline / verification). Calendar each deadline. Schedule a check-in at the verification date for each step.",
+    "on_failure": "Escalate before closing. An agreement with ambiguous next steps is materially weaker than one with clear ownership — supervisors can often fix this in 3-5 minutes.",
+    "follow_ups": [
+      "On each deadline date, check the verification method and log status (done / pending / failed).",
+      "If a step fails, call back referencing the ticket number AND the punch list item — quote 'action 3 of our call on [date], owner was your team, deadline was [date]'."
+    ]
+  },
+  "required_user_info": [
+    "User-side capacity and willingness for each action (e.g. can they upload a document this week?)",
+    "Calendar / reminder system to track each deadline",
+    "Authority threshold — which user-side actions need re-confirmation before the agent commits"
+  ],
+  "contributed_by": "closing-commitment agent (v0.9.87 community drop)",
+  "updated_at": "2026-05-20T06:09:47Z"
+}

package/dist/skills/built-in/contractor-estimate-request.json

@@ -0,0 +1,142 @@
+{
+  "id": "contractor-estimate-request",
+  "name": "Contractor Estimate Request: No-Show Defence and Escrow Basics",
+  "version": "1.0.1",
+  "category": "home-services",
+  "tags": [
+    "contractor",
+    "remodel",
+    "home-improvement",
+    "estimate",
+    "license",
+    "bond",
+    "insurance",
+    "escrow",
+    "phone-call",
+    "professional-services"
+  ],
+  "description": "Call a general contractor or specialty trade (plumbing, electrical, roofing, HVAC, GC remodel) to vet license, bond, insurance, request a written estimate, and establish anti-no-show / payment-schedule terms BEFORE the operator signs a contract or wires a deposit.",
+  "disclaimer": "Contractor scams are widespread. Never authorise a deposit, sign a contract, or grant property access mid-call. Always defer to ask_operator. State-specific contractor law varies — surface the operator's state explicitly.",
+  "context": {
+    "when_to_use": "Operator is collecting 2-4 estimates for a home-improvement project (remodel, roof, HVAC swap, plumbing repipe, electrical panel, fencing, painting). Use one call per contractor. Pair with `contractor-contract-review` (separate skill) once written estimates arrive.",
+    "preconditions": [
+      "Operator has a 3-5 sentence scope description and any drawings, photos, or rough dimensions.",
+      "Operator has identified the contractor's business name AND license number from state contractor board website (verified active).",
+      "Operator has a realistic budget range and timeline window.",
+      "Operator knows whether they want a fixed-fee, T&M, or cost-plus structure — and has a preference."
+    ],
+    "estimated_call_duration_minutes": 25
+  },
+  "principles": [
+    "Verify license, bond, and insurance BEFORE inviting the contractor on-site. State contractor boards have free lookups; use them.",
+    "A no-cost in-home estimate is industry standard for projects above ~$5k. Don't pay for estimates unless the project is design-build with engineering work involved.",
+    "Reasonable deposits are 10% or $1,000 max for most states (e.g. California CSLB rule). Never wire 33–50% on day one to a contractor you don't know.",
+    "'Cash discount' usually means uninsured, unlicensed, or untaxed work. Walk away — your homeowners insurance won't cover claims arising from unpermitted, unlicensed work.",
+    "Permits are the contractor's job to pull, not the operator's. A pitch to 'skip the permit to save money' makes the operator legally liable.",
+    "Lien rights are real. In many states, an unpaid subcontractor can lien the home even if the operator paid the GC. Conditional and unconditional lien waivers per payment milestone are non-negotiable on larger jobs.",
+    "Written estimates beat verbal ones. A scope-of-work doc with line items beats a single bottom-line number every time."
+  ],
+  "phrases": {
+    "opener": "Hi — calling for a homeowner in [city, state] looking to get an estimate on [scope summary]. Before we set up a site visit, mind if I ask a few quick questions about your license, insurance, and how the estimate works?",
+    "license_probe": "Could you confirm your state contractor license number, the classification, and that it's currently active? The operator will verify with [state board] before anything is signed.",
+    "insurance_probe": "Could you confirm general liability and workers' comp coverage, the carrier, and policy limits? And could you have your carrier email the operator a current Certificate of Insurance listing [operator's address] as certificate holder?",
+    "estimate_probe": "Is the in-home estimate no-cost and no-obligation, and will you provide a written, line-item scope of work — not just a bottom-line number?",
+    "deposit_probe": "What's your standard deposit, and what does the payment schedule look like across the project — tied to milestones, not calendar dates?",
+    "permit_probe": "Who pulls the permit on this work, and is the cost included in the estimate? Does your scope assume any work without permit?",
+    "lien_waiver_probe": "On payments, do you provide conditional and unconditional lien waivers from yourself and any subs at each milestone?",
+    "subcontractor_probe": "What portion of this work do you self-perform vs subcontract, and do your subs carry their own insurance? Will subs be named on the contract?",
+    "timeline_probe": "When could you realistically start, what's the duration, and what's the change-order process if scope shifts mid-job?",
+    "references_probe": "Could you share three references for jobs of similar scope completed in the last 12-18 months — ideally one I can visit?",
+    "stall_to_check": "Let me share the estimate timing with the operator before we lock a site visit. I won't sign anything or authorise a deposit on this call.",
+    "graceful_close": "Thank you — please email your COI, license details, and the written estimate after the site visit. The operator will compare against other bids and reply within [timeframe]."
+  },
+  "tactics": [
+    {
+      "name": "License-bond-insurance gate",
+      "when": "Opening 3 minutes.",
+      "script": "Use `license_probe` and `insurance_probe`. If they can't provide a license number on the spot, this contractor doesn't pass the gate — politely end the call.",
+      "priority": 1
+    },
+    {
+      "name": "Confirm estimate is free and written",
+      "when": "After credentials.",
+      "script": "Use `estimate_probe`. Verbal-only numbers vanish under pressure. A written line-item scope is the only document that lets the operator compare bids.",
+      "priority": 2
+    },
+    {
+      "name": "Anchor deposit law early",
+      "when": "Money comes up.",
+      "script": "Use `deposit_probe`. Cite the operator's state cap if known (e.g. CA: 10% or $1,000). Demand a milestone-based payment schedule; reject 'pay 50% to start'. Final 10% on punchlist completion.",
+      "priority": 3
+    },
+    {
+      "name": "Permits are non-negotiable",
+      "when": "Scope is permittable work (electrical, plumbing, structural, mechanical, additions).",
+      "script": "Use `permit_probe`. If the contractor proposes 'no permit', that's an automatic disqualification — it shifts legal and insurance liability to the operator.",
+      "priority": 4
+    },
+    {
+      "name": "Lien waivers per payment",
+      "when": "Project size > $10k or involves subs.",
+      "script": "Use `lien_waiver_probe`. Conditional waiver on cheque issuance, unconditional once funds clear. Many states have statutory forms — the operator can require them.",
+      "priority": 5
+    },
+    {
+      "name": "Request three recent references",
+      "when": "End of call, after fit is confirmed.",
+      "script": "Use `references_probe`. Ask for jobs completed in the last 12-18 months, similar scope, ideally local. A drive-by check beats a phone reference."
+    },
+    {
+      "name": "Defer all commitments",
+      "when": "Coordinator asks for credit card to 'hold the site visit slot' or wants verbal contract acceptance.",
+      "script": "Use `stall_to_check`. NEVER provide payment info on this call. A reputable contractor does not need a deposit to come look at the job."
+    }
+  ],
+  "boundaries": [
+    "Do NOT authorise a site visit on a date the operator hasn't approved.",
+    "Do NOT provide credit card, ACH, or bank info to hold an estimate or slot.",
+    "Do NOT sign a contract, scope of work, or change order mid-call. Use ask_operator.",
+    "Do NOT accept a contractor without a current license number you can verify with the state board.",
+    "Do NOT engage anyone offering a 'cash discount to skip permits'. Walk away politely.",
+    "Do NOT share gate codes, lockbox codes, or alarm codes on this call.",
+    "Do NOT accept payment milestones that front-load more than 30% of total contract value before substantial physical progress."
+  ],
+  "success_signals": [
+    "License number and classification are given on the spot and match state-board records.",
+    "Carrier and limits are named for GL and workers' comp, and a COI can be sent.",
+    "Estimate will be written, line-item, no-cost.",
+    "Deposit is within state cap and payment schedule is milestone-based.",
+    "Contractor pulls the permit and includes it in the estimate.",
+    "Three recent references are offered without hesitation.",
+    "Lien waivers will be issued at each payment milestone."
+  ],
+  "failure_signals": [
+    "Cannot or will not provide a license number.",
+    "'Cash only' or 'cash discount to skip permit' suggestion.",
+    "Demands large upfront deposit (>25% or above state cap).",
+    "Pressure to sign on a same-day 'today only' price.",
+    "Refusal to provide a written line-item scope.",
+    "Refusal or stalling on COI / references / lien waivers.",
+    "Bait-and-switch language about sub-quality materials being 'just as good'."
+  ],
+  "exit_strategy": {
+    "on_success": "Confirm the site-visit date and time, attendees, expected duration, and what the contractor will inspect. Note license, classification, insurance carrier and limits, deposit policy, payment schedule, permit policy, and reference contacts. Operator authorises the visit, not anything beyond.",
+    "on_failure": "Politely close. If the failure was on credentials or deposit policy, you can be direct: 'For this project the operator needs an in-state licensed contractor with milestone-based payments — appreciate your time.' Move to the next candidate.",
+    "follow_ups": [
+      "Email the operator: contractor name, license number and state-board verification status, insurance summary, deposit/payment terms, permit handling, reference contacts, red/green flags, recommended next step.",
+      "Calendar the site visit; ensure operator (not the agent) is on-site or has authorised a representative.",
+      "After visit and written estimate: compare bids side-by-side on identical scope before any signature."
+    ]
+  },
+  "required_user_info": [
+    "Project scope (3-5 sentences) and any photos / drawings / measurements",
+    "Property address, state, and any HOA constraints",
+    "Operator's budget range and required start/finish window",
+    "Verified license number from state contractor board (operator's pre-call homework)",
+    "Whether the operator wants fixed-fee, T&M, or cost-plus pricing",
+    "Operator's availability for the in-home estimate (date/time windows)",
+    "Whether the operator already has 1-3 competing bids in hand"
+  ],
+  "contributed_by": "professional-intake agent (v0.9.87 community drop)",
+  "updated_at": "2026-05-20T06:09:47Z"
+}

package/dist/skills/built-in/court-clerk-administrative-inquiry.json

@@ -0,0 +1,119 @@
+{
+  "id": "court-clerk-administrative-inquiry",
+  "name": "Court Clerk's Office: Case Status, Filing Fees, or Hearing Reschedule",
+  "version": "1.0.0",
+  "category": "civic",
+  "tags": [
+    "court",
+    "clerk",
+    "case-status",
+    "filing-fee",
+    "hearing-reschedule",
+    "administrative",
+    "phone-call",
+    "government-services"
+  ],
+  "description": "Call a court clerk's office to perform STRICTLY ADMINISTRATIVE tasks: confirm a case number, ask about a filing fee, request a hearing reschedule (continuance) where allowed by local procedure, or obtain a copy of a court record. This skill does NOT and will not provide legal advice.",
+  "disclaimer": "Not legal advice. Court-clerk skills are explicitly limited to administrative actions (filing, scheduling, status checks) — agent must NEVER advise on case strategy, evidence, or pleadings. If the user needs help understanding what a motion means, how to respond to a charge, or whether to plead, refer them to an attorney, a self-help center, or a legal-aid organization.",
+  "context": {
+    "when_to_use": "User needs to verify, schedule, or pay something with the court that does NOT require legal judgment. Examples: 'Is my case still on the docket for Tuesday?', 'What's the filing fee for a small-claims complaint?', 'How do I request a continuance for a traffic ticket?', 'How do I get a certified copy of a divorce decree?'",
+    "preconditions": [
+      "User has the case number OR the full name on the case and the approximate filing date.",
+      "User knows which court (county, division — civil/criminal/family/traffic).",
+      "User has the docket / hearing date in question (for reschedules).",
+      "If paying a fee, user has a payment method the court accepts (many clerks do NOT take credit cards by phone)."
+    ],
+    "estimated_call_duration_minutes": 20
+  },
+  "principles": [
+    "Clerks are not allowed to give legal advice and will end the call if you ask for it. Frame every question administratively: 'Where is this form?', 'What's the fee?', 'How do I file X?' — NOT 'Should I file X?'",
+    "Court divisions are siloed. Civil clerks cannot help with criminal matters and vice versa. Identify the division on the case caption before calling.",
+    "Continuance/reschedule rules are LOCAL. Some courts require a written motion; some allow a phone request once; some require the opposing party's agreement first. Ask the clerk what THIS court requires — do not assume.",
+    "Always read the case number to the clerk slowly and ask them to confirm. Misread digits send you to the wrong file.",
+    "If the matter is criminal or family and time-sensitive (failure-to-appear risk, protective-order hearing, custody), refer immediately to an attorney or legal aid — administrative-only is not enough."
+  ],
+  "phrases": {
+    "opener_status": "Hi, I'm calling to check the status of a case. The case number is [NUMBER], filed in [DIVISION]. Can you confirm whether the [HEARING TYPE] on [DATE] is still on the calendar?",
+    "opener_fee": "Hi, I'd like to know the current filing fee for a [TYPE OF FILING] in [DIVISION], and what forms of payment you accept.",
+    "opener_reschedule": "Hi, I have a hearing scheduled for [DATE] in case [NUMBER]. I'd like to ask about your court's procedure for requesting a continuance — is it a phone request, a written motion, or something else?",
+    "opener_records": "Hi, I'd like to request a [certified / uncertified] copy of [DOCUMENT TYPE] for case [NUMBER]. What's your process, what's the per-page or per-document fee, and how long does delivery take?",
+    "boundary_redirect": "I understand. I'm only asking about the administrative procedure — I'm not asking what I should do legally. Could you just tell me the steps the court requires?",
+    "stall_lookup": "One moment — I want to read the case number back to you to make sure I have it right.",
+    "graceful_close": "Thank you. Before we hang up: can I have your name (or initials), the date of this call, and a reference or instruction number if there is one? I want to log this in case I need to follow up."
+  },
+  "tactics": [
+    {
+      "name": "Identify the right division first",
+      "when": "Within the first 30 seconds.",
+      "script": "Confirm civil / criminal / family / traffic / probate. If you reached the wrong division, politely ask for the direct number to the correct one.",
+      "priority": 1
+    },
+    {
+      "name": "State the question administratively",
+      "when": "Always.",
+      "script": "Phrase every question as 'What is the procedure?' or 'What is the fee?' — never 'What should I do?' or 'What does this mean?'. Clerks must refuse the latter.",
+      "priority": 2
+    },
+    {
+      "name": "Ask about local-rule variations",
+      "when": "Reschedule, fee waiver, or filing format.",
+      "script": "'Does this court have a local rule on [continuances / fee waivers / electronic filing]?' Clerks will direct you to the local rules PDF or the standing order.",
+      "priority": 3
+    },
+    {
+      "name": "Confirm the docket entry in real time",
+      "when": "Status check.",
+      "script": "Ask the clerk to read back the most recent docket entry and the next scheduled event. Capture exactly: 'Hearing on [date] at [time] in [courtroom] before [judge].'",
+      "priority": 4
+    },
+    {
+      "name": "Get the self-help center number",
+      "when": "User has substantive questions beyond admin scope.",
+      "script": "Most county courts have a 'self-help' or 'family law facilitator' office. Ask the clerk for that direct number and end this call cleanly — do not try to be the substitute for it."
+    }
+  ],
+  "boundaries": [
+    "Do NOT advise on case strategy, evidence, what to plead, or whether to hire an attorney.",
+    "Do NOT interpret court orders or rulings.",
+    "Do NOT fill out legal pleadings on the user's behalf.",
+    "Do NOT predict outcomes ('the judge will probably …').",
+    "Do NOT pay a fee without the user's explicit pre-authorization for the exact amount.",
+    "Do NOT impersonate the user to a degree that would constitute unauthorized practice of law — identify as the user's assistant if asked."
+  ],
+  "success_signals": [
+    "Clerk confirms the hearing date / docket entry verbatim.",
+    "Clerk provides the exact fee and accepted payment methods.",
+    "Clerk identifies the correct form number for a continuance or other admin request.",
+    "Clerk schedules a hearing reschedule on the spot OR provides the written-motion path."
+  ],
+  "failure_signals": [
+    "Clerk indicates the question requires legal advice and politely declines — this is a CORRECT outcome; refer the user to counsel.",
+    "Case number is not found in the system after multiple attempts (possibly wrong court).",
+    "Hearing is < 48 hours away and a reschedule requires a written motion the user has not filed — escalate to operator immediately.",
+    "Matter involves a failure-to-appear, bench warrant, or active protective order — STOP and refer to an attorney or public defender."
+  ],
+  "exit_strategy": {
+    "on_success": "Capture the clerk's name/initials, the date/time of the call, the exact next step (form number, fee amount, deadline), and any reference number issued. Repeat back the next hearing date/time/courtroom before hanging up.",
+    "on_failure": "Document where the call hit a wall (legal-advice boundary, wrong division, missing record). Refer the user to a licensed attorney, legal aid, or the court's self-help center. Provide the self-help center's direct number if obtained.",
+    "follow_ups": [
+      "Calendar the hearing date with a 48-hour and 24-hour reminder.",
+      "If a written motion is required, escalate to operator to either prepare it (with an attorney) or seek legal aid.",
+      "If a fee must be paid, confirm payment method/timing with the operator before submitting."
+    ]
+  },
+  "required_user_info": [
+    "Case number (preferred) OR full name on the case + approximate filing date",
+    "Court (county + division)",
+    "Current scheduled hearing date if relevant",
+    "Type of filing or document needed",
+    "Payment method (only if a fee is anticipated)",
+    "Whether the user has counsel (if yes, defer ambiguous questions to counsel)"
+  ],
+  "hang_up_and_call_back_signals": [
+    "You realize you are in the wrong division (criminal vs civil, etc.) — end politely and dial the correct number.",
+    "The clerk has placed you on hold > 3 times to look up a single case — likely a wrong-court problem; verify the court before continuing.",
+    "The question has drifted into legal-advice territory — stop, hang up, and route the user to counsel; do not try to extract advice from a different clerk."
+  ],
+  "contributed_by": "govt-services-pro agent (v0.9.87 community drop)",
+  "updated_at": "2026-05-20T06:09:47Z"
+}

package/dist/skills/built-in/cpa-intake-call.json

@@ -0,0 +1,134 @@
+{
+  "id": "cpa-intake-call",
+  "name": "CPA / Accountant Intake: Pricing, Scope, and Tax-Season Availability",
+  "version": "1.0.1",
+  "category": "finance-admin",
+  "tags": [
+    "accounting",
+    "cpa",
+    "tax",
+    "bookkeeping",
+    "intake",
+    "phone-call",
+    "engagement-letter",
+    "professional-services"
+  ],
+  "description": "Call a CPA or accounting firm to scope the engagement (returns, bookkeeping, advisory), confirm pricing structure, surface tax-season vs off-season capacity, and verify the firm signs returns under PTIN — without committing to retain the firm.",
+  "disclaimer": "This call evaluates the firm. It does not establish privilege (accountant-client privilege is narrower than attorney-client and varies by jurisdiction). Do not share unfiled-return details or anomalies the firm hasn't yet been engaged to handle.",
+  "context": {
+    "when_to_use": "Operator needs a CPA for an individual return (1040 with schedules), small-business return (1120/1120-S/1065/Sch C), bookkeeping monthly close, payroll, sales tax, IRS/state notices, or advisory (entity choice, retirement, R&D credits). Use BEFORE engagement letter is signed.",
+    "preconditions": [
+      "Operator has summarised the return types and entity structure (sole prop / LLC / S-corp / C-corp / partnership / trust).",
+      "Operator has prior-year complexity summary: number of W-2s, 1099s, K-1s, Sch C revenue, rentals, state filings.",
+      "Operator has approximate revenue and expense magnitudes so the firm can size the engagement.",
+      "Operator has surfaced any known IRS/state notices, prior amendments, or open audits — the firm needs to know what they're stepping into."
+    ],
+    "estimated_call_duration_minutes": 25
+  },
+  "principles": [
+    "CPA capacity is seasonal. A firm with great reviews in October may be impossible to reach March 15. Probe capacity FOR THE WORK YOU NEED, on the timeline you need it.",
+    "Pricing in accounting is more variable than people expect: hourly, fixed-fee per return, monthly retainer, or value-based. Get apples-to-apples quotes by specifying the same scope to every firm.",
+    "A real CPA signs returns under a Preparer Tax Identification Number (PTIN) AND, for federal practice rights, holds CPA or EA. 'Tax preparers' without these credentials cannot represent the operator before the IRS.",
+    "The engagement letter defines scope. 'We do your taxes' is meaningless; '2025 federal 1040 + state X + Sch C + 2 rentals + 4 K-1s + IRS Notice CP2000 response, fixed fee $X, paid in two installments' is meaningful.",
+    "Off-season is the cheaper and saner time for advisory work. Surface this when the operator's question is strategic, not deadline-driven.",
+    "Bookkeeping and tax preparation are separate engagements with different price logic. Don't conflate them or you'll be quoted the wrong number."
+  ],
+  "phrases": {
+    "opener": "Hi — calling for a client who's looking for an accountant for [scope: '2025 personal + S-corp returns' / 'monthly bookkeeping + quarterly review' / 'IRS notice response']. Got a few minutes to talk through fit, pricing, and whether you'd have capacity?",
+    "credentials_probe": "Could you confirm who would actually be doing the work — CPA, EA, or staff preparer — and what their PTIN status is? And is the signing preparer the same person we'd be talking to on questions?",
+    "scope_probe": "Here's the scope as we understand it: [list returns, schedules, states, special items]. Can you confirm what's included in your quote and what would be billed separately?",
+    "pricing_probe": "How does the firm charge — hourly, fixed-fee per return, or monthly retainer? For this scope, what's a realistic low-end and high-end estimate?",
+    "tax_season_probe": "For 2025 returns, what's your current new-client capacity? If we engage by [date], do you commit to filing by [deadline] or extending? And what's the cost of an extension if needed?",
+    "notice_probe": "If we receive an IRS or state notice during the engagement year, is response work included or billed separately? At what rate?",
+    "software_probe": "What tax / bookkeeping software does the firm use, and what's the document portal for sharing sensitive PII?",
+    "audit_representation_probe": "If the operator is audited on a return you prepared, do you provide representation? At what rate, and is there pre-paid audit protection?",
+    "stall_to_check": "Let me share the quote and timeline with the operator — I won't sign the engagement letter on the call. We'll review and confirm by [timeframe].",
+    "graceful_close": "Thank you — could you send a written engagement letter with the scope and pricing exactly as discussed, plus the secure portal link? The operator will review and decide."
+  },
+  "tactics": [
+    {
+      "name": "Anchor the scope precisely",
+      "when": "Opening minute of the call.",
+      "script": "State the scope in enumerated form before asking for a quote. Vague intake yields vague quotes. Use `scope_probe`.",
+      "priority": 1
+    },
+    {
+      "name": "Pin down WHO signs the return",
+      "when": "After scope.",
+      "script": "Use `credentials_probe`. A CPA firm where a non-CPA staffer prepares and a CPA signs is normal; what matters is that the signer holds active credentials and the operator can reach them. PTIN is mandatory for paid preparers.",
+      "priority": 2
+    },
+    {
+      "name": "Force apples-to-apples pricing",
+      "when": "Firm gives a range.",
+      "script": "Use `pricing_probe`. If they say 'depends', restate the scope as bullets and ask for low/high. Note any 'beyond scope' items they flag — those become the surprise bills.",
+      "priority": 3
+    },
+    {
+      "name": "Tax-season capacity is the real question",
+      "when": "Before agreeing to anything timeline-sensitive.",
+      "script": "Use `tax_season_probe`. Firms that say 'we always make the deadline' without qualifying are either lying or about to extend you. An honest answer often includes 'we'd extend and finalise in May/June.' Extensions are fine — surprise extensions are not.",
+      "priority": 4
+    },
+    {
+      "name": "Probe notice and audit handling",
+      "when": "Mid-call once basics are clear.",
+      "script": "Use `notice_probe` and `audit_representation_probe`. Many surprise bills come from CP2000 / state-tax notice responses. Confirm the hourly rate and whether the firm caps fees on notice responses.",
+      "priority": 5
+    },
+    {
+      "name": "Secure document handling",
+      "when": "Before sharing any PII.",
+      "script": "Use `software_probe`. Refuse to email SSNs or full prior-year returns — every reputable firm has a secure portal (SmartVault, Canopy, ShareFile, etc.). If they ask for unencrypted email, that's a major red flag."
+    },
+    {
+      "name": "Defer engagement-letter signature",
+      "when": "Firm sends DocuSign mid-call.",
+      "script": "Use `stall_to_check`. Engagement letters bind the operator to fees, scope, and arbitration clauses. Operator reviews offline."
+    }
+  ],
+  "boundaries": [
+    "Do NOT sign the engagement letter mid-call. Use ask_operator.",
+    "Do NOT email unencrypted SSN, full prior-year return, or bank-account routing numbers. Use the firm's secure portal only after engagement.",
+    "Do NOT share unfiled-return anomalies, undeclared income, or potential criminal exposure on this call. Those facts go to an ATTORNEY first, then through Kovel arrangement to the CPA.",
+    "Do NOT authorise the firm to file extensions or sign returns under power of attorney (Form 2848) mid-call.",
+    "Do NOT accept a fee quote that excludes 'normal' items typical for the operator's situation. Flag and re-quote.",
+    "Do NOT engage a 'tax preparer' without PTIN or with no CPA/EA credentials for anything more complex than a simple W-2 1040."
+  ],
+  "success_signals": [
+    "Firm names the signing CPA/EA and confirms PTIN.",
+    "Pricing is given as a specific low-high range with named in-scope and out-of-scope items.",
+    "Tax-season capacity is honestly described, including the realistic extension scenario.",
+    "Notice-response and audit-representation policies are explicit.",
+    "Firm uses a secure portal and never asks for SSN via email.",
+    "Engagement letter will be sent in writing for offline review."
+  ],
+  "failure_signals": [
+    "'We'll figure out the price after we see your stuff' with no range provided.",
+    "Preparer cannot confirm PTIN or credentials.",
+    "Firm asks for SSNs or full returns via unencrypted email.",
+    "Pressure to sign the engagement letter on the call to 'lock in this year's rate'.",
+    "Refusal to discuss capacity at the dates the operator needs.",
+    "Notice / audit response policy is vague or open-ended hourly."
+  ],
+  "exit_strategy": {
+    "on_success": "Confirm firm will email: engagement letter, scope and fees in writing, secure-portal invite, and document checklist. Note signer's CPA/EA license and PTIN, capacity commitment for the specific deadline, and the not-to-exceed for the engagement.",
+    "on_failure": "Politely close. Ask for one or two referrals to firms specialising in the operator's entity type. Report back to operator with specifics of why the firm wasn't a fit.",
+    "follow_ups": [
+      "Email the operator: firm name, signer credentials, exact scope, low/high fees, tax-season commitment, notice/audit terms, red/green flags, recommended decision.",
+      "If proceeding: schedule a 48-hour offline review window for the engagement letter.",
+      "Calendar reminder for renewal conversation in October before the next tax season."
+    ]
+  },
+  "required_user_info": [
+    "Entity structure (sole prop / LLC / S-corp / C-corp / partnership / trust) and number of entities",
+    "Return types and schedules needed (1040, Sch C, Sch E, 1120-S, 1065, K-1s, state returns)",
+    "Approximate revenue, expense, and complexity (employees, contractors, multi-state, foreign accounts)",
+    "Any open IRS/state notices, prior audits, or amendments",
+    "Bookkeeping status (DIY in QuickBooks / Xero / spreadsheets / nothing)",
+    "Deadline target (file by Apr 15, extend to Oct 15, monthly close cadence)",
+    "Operator's preferred email and willingness to use the firm's secure portal"
+  ],
+  "contributed_by": "professional-intake agent (v0.9.87 community drop)",
+  "updated_at": "2026-05-20T06:09:47Z"
+}